VP, Customer Success

What We Do:

Uptake's business is global, disruptive, differentiated and approaches the market in a new way. We help customers identify hidden value and create growth through business and technology innovation, while also enabling cost efficiencies that generate industry-leading business performance. Our team drives this success by connecting customers and partners to the value of the Internet of Things, business-centric architectures, and key technology transitions.

What You'll Do:

As VP, Customer Success, you will be responsible for ensuring cohesive, thoughtful progress across internal and external work streams, from product development to sales go-to-market. This requires a deep understanding of relationship dynamics, strong strategic planning capabilities, and proven expertise in program management. The VP, Customer Success is responsible for engaging with a wide variety of teams to ensure delivery, revenue recognition and growth of the account, and execution of the go-to-market strategy via all activities related to marketing, sales, account management, and customer service. Day to day responsibilities vary greatly, ranging from coordinating calls between key business units and stakeholders, hosting innovation sessions, to providing program updates and planning to key executives, ultimately being accountable to both our customer and Uptake leadership for program success and growth. This individual is intellectually curious and has a strong willingness to learn and apply knowledge creatively. Ultimately, this person is a self-driven leader who can lead and hold an organization accountable.

Responsibilities

• Maintain cross organizational alignment to accomplish vision and objectives
• Ensure seamless operations, identifying and mitigating roadblocks as they occur to maintain delightful customer experience
• Articulate voice of partner to Uptake, ensuring customer satisfaction
• Entrepreneurially identify opportunities inside partnership ecosystem that mutually grows revenues
• Coordinate between Uptake’s Product and Data Science teams with customer stakeholders and subject matter experts to understand project status and dynamics, and represent each party broadly both with the customer and the Uptake teams
• Responsible for managing all KPIs, measurement of those targets and KPIs, creation of materials, and execution of sales playbooks.
• Analyze industry activity, develop annual plans for the key strategic accounts.
• Anticipate and identify client and market challenges, real and perceived, and partner with the appropriate team leaders to provide solutions in accordance with Uptake policies and procedures.
• Own weekly updates to management of new activities, sharing and discussing urgent and important issues as they arise.
• Motivate, drive, and develop talent in the Customer Success organization.
• Collaborate with product leadership team to improve and drive product strategy and inform teams of new market needs
• Responsible for staffing, resource planning and coordination to ensure we are optimized for success
• Viewed as the go to person to ensure Uptake and the customer are aligned on objectives and key results
• Able to translate business and technical requirements to various stakeholders
• Responsible for the management and success in activities related to sales and performance with a key partner
• Clearly understand the mutual goals and are able to navigate and mediate issues to successful resolution
• Builds trusted relationships and is able to influence and collaborate across various functions including sales, engineering, legal, and finance
• Manage a small team of analysts to execute on the above responsibilities

Qualifications:

• Approximately 10 years’ experience in Consulting and/or Relationship Management working with fortune 100 industrial companies
• Demonstrated experience in developing and executing successful commercialization strategies in late-stage companies
• Experience in a SaaS or enterprise software environment
• Demonstrated strategic thinking, planning, leading and execution of large teams successfully
• Ability to think creatively and develop non-traditional solutions to complex business challenges
• Ability to be hands-on and flexible
• Technical and/or engineering related experience preferred